ManageEngine ServiceDesk Plus Pricing, Features, Reviews & Comparison of Alternatives

ManageEngine ServiceDesk Plus Reviews

ManageEngine ServiceDesk Plus

Help Desk software and Asset Management Tool

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Who is ManageEngine ServiceDesk Plus For?

  • Experience level: Beginner to advanced
  • Industry: All industries
  • Business size: Small companies to large enterprises
  • Departments/roles: IT teams, helpdesk administrators, service desk managers, helpdesk technicians, technical support representatives
  • Budget/price point: Free for the helpdesk management module only. Professional starts at $395.
  • Example customers: Disney, Honda, Xerox, Dell, Royal Bank of Scotland, Vodafone, and Airbus
Read the full GetApp Analysis

ManageEngine ServiceDesk Plus Category Leaders

Reviews
Integrations
Mobile
Media
Security

#7 in IT Service Management (ITSM)

View full ranking
45
13
10
18
4

#20 in Help Desk & Ticketing

View full ranking
33
10
5
15
3

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

ManageEngine ServiceDesk Plus Screenshots (6)

ManageEngine ServiceDesk Plus screenshot: Help Desk DashboardManageEngine ServiceDesk Plus screenshot: Request DetailsManageEngine ServiceDesk Plus screenshot: Change managementManageEngine ServiceDesk Plus screenshot: Asset dashboardManageEngine ServiceDesk Plus screenshot: Problem managementManageEngine ServiceDesk Plus screenshot: ServiceDesk Plus

ManageEngine ServiceDesk Plus Overview

ManageEngine ServiceDesk Plus is a help desk software and asset management tool. ServiceDesk Plus integrates your help desk requests and assets to allow you manage your IT in an effective way. The software helps you implement ITIL best practices and troubleshoot IT service requests faster.

ServiceDesk Plus is a customizable and easy-to-implement help desk software with more than 10,000 users worldwide. ServiceDesk Plus is available in 23 different languages.

ManageEngine ServiceDesk Plus is a web based, easy to use Help Desk and Asset Management App with many features such as contract management, purchasing and knowledge management functionalities. It has an ITIL ready version too. By integrating Ticketing, Asset Tracking, Purchasing, service catalog, Contract Management and Knowledge base in one low-cost, easy-to-use package, ServiceDesk Plus helps you to improve productivity of your IT Service team and keep your end-users happy.

ServiceDesk Plus allows end-users to submit tickets through different channels. It automates important workflow tasks, as for example case routing, acknowledging requester, technician notification and handling of SLA rules. The solutions module allows you to document best practices and solutions to common problems in an online knowledge base.

ServiceDesk Plus offers accurate inventory tracking functionality across Windows and Linux workstations. It can also track software licenses and let you know the number of over-utilized or under-utilized licenses across your organization.

ServiceDesk Plus can help you maintain a complete product catalog based on product type, that lists all assets owned by your organization. It can generate Purchase Orders, send them through email and keeps track of outstanding POs & completed purchases. It also provides import of requesters & assets from .csv files & user satisfaction survey.

Best notable features are Enhanced Active Directory Integration, enhanced purchasing system with approver, business rules for better request management, ability to group similar requests and assign to queues, comprehensive custom reports, announcement boards, enhanced list views, billing based on time spent on request, HTML editors for solutions and notifications, ITIL ready functionalities, agent based scanning, help desk API, mobile integration & more.

Incident management, Problem management, Change management & CMDB has been implemented with all functionalities. The Free Edition allows a single Technician manage up to 25 Workstations.

Specifications

Intended Users
Freelancers, Large Enterprises, Mid Size Business, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, iPad, Linux, Windows, Web-based
Supported Countries
Asia, Australia, Canada, China, Europe, India, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish
Support Options
FAQs, Forum, Online Support, Phone Support

ManageEngine ServiceDesk Plus Pricing

Starting from: $495.00/year
Pricing model: Freemium, One-time License, Subscription
Free Trial: Available (No Credit Card required)

Free 30 day trial.

ServiceDesk Plus Standard Edition is now free, no restrictions.

ServiceDesk Professional Edition starts at $195 per year.

ServiceDesk Enterprise Edition starts at $495 per year.

Competitors Pricing

Desk.com

Starting from: $20.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Freshdesk

Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Symphony SUMMIT

Starting from: $40.00/month
Pricing model: Subscription

Users who visited ManageEngine ServiceDesk Plus also visited

Freshservice ServiceDesk
  • · Incident Management
  • · Problem Management
  • · Change Management
  • · Release Management
Visit WebsiteCompare with ManageEngine ServiceDesk Plus
Freshservice ServiceDeskIT Management
JIRA Service Desk
  • · Advanced SLA
  • · Customizable Queues
  • · Intuitive Interface
  • · SLA Visability
Visit WebsiteCompare with ManageEngine ServiceDesk Plus
JIRA Service DeskCustomer Service & Support
Samanage
  • · IT Asset Management
  • · IT Contract Management
  • · Software Asset Management
  • · IT Service Management
Visit WebsiteCompare with ManageEngine ServiceDesk Plus
SamanageIT Management

Key Features of ManageEngine ServiceDesk Plus

  • Flexible ticket management with multi channel support
  • Self Service Portal with automated password reset tool
  • Service Level Agreements
  • Mobile support with native iPhone, iPad, and Android apps
  • Flexible out-of-the-box integrations with 3rd party apps
  • Easy & effective asset management
  • Incident management, problem management, change magmt & CMDB
  • Customized help desk reports

Benefits

-> Access your help desk anytime, anywhere using serviceDesk Plus iphone app.
-> Create SLA and provide quality services in time, to your end users
-> Flexible knowledge base with option to add unlimited KB articles and allows users to easily search the
information.
-> Web based portal to submit service requests & Incidents.
-> Restore normal service of operation quickly with the comprehensive incident management
-> Eliminate the root cause effectively and put an end for firefighting of repetitive incidents.
-> Discover every asset in your network with the efficient auto discovery options
-> Provide structured and prompt handling of all changes in your IT infrastructure.
-> With the new agent based scanning, you can access any system from the remote network,
independent of their location.
-> Showcase the offered IT services to your end user and give a new face to your IT.
-> Scan your network and automatically discover all the software available in your organization
-> Stay informed about your tickets and keep your technicians and end users up to date on the status
of the tickets by email and sms.
-> Manage your purchases right from the birth of the PO
-> Auto assign feature distributes tickets based on the existing load on your technicians
-> Manage Contracts with different vendors seamlessly
-> Automatic email to ticket conversion using email commands
-> ServiceDesk plus allows you to import users and their informations from Active directory and LDAP
with a simple easy to use interface.
-> Archive your old, unused data and improve your helpdesk performance.
-> Support multiple sites and customize your configurations for every site according to their unique
working procedure.
-> Generate detailed reports about your Help desk performance & metrics.
-> Automatically reset the password, by integrating the ticketing system with the Active Directory.
-> Know the satisfaction level of your end users with the ServiceDesk Plus survey option.

Alternatives to ManageEngine ServiceDesk Plus

Freshdesk
  • · Simple, fast setup.
  • · Multi-channel support - email, phone, chat, social and more
  • · Self service portal to help your customers help themselves
  • · Community portal to engage your biggest fans
Visit WebsiteCompare App
FreshdeskCustomer Management
Desk.com
  • · Get up and running with a help desk solution in minutes
  • · Bring all your support channels together into one inbox
  • · Case management with automations, workflows, routing tools
  • · Productivity tools, pre-canned responses, and bulk editing
Visit WebsiteCompare App
Desk.comCustomer Management
Symphony SUMMIT
  • · PinkVerify ITIL 2011 Certified for 12 Processes
  • · Gartner Cool Vendor for IT Operations Management
  • · End point compliance and control
  • · On-Cloud as well as On-Premise deployment
Visit WebsiteCompare App
Symphony SUMMIT IT Management

GetApp Analysis

With the aim to transform IT service desks around the world, ManageEngine ServiceDesk Plus is a unified IT management platform that covers essential functions: ticket tracking from creation to closing, IT asset and non-asset management, incident and problem resolution, infrastructure change management, service catalog, CMDB (configuration management database), purchase order and contract management, SLA (service level agreement) monitoring, and IT project management.

ServiceDesk Plus is equipped with a dashboard that displays in real time a consolidated, single view of support requests, infrastructure changes, software updates, and a whole lot more. ManageEngine ServiceDesk Plus offers native mobile apps for Android and iOS devices for on-the-go IT service management.

What is ManageEngine ServiceDesk Plus?

Used by 100,000+ organizations and approximately 750,000 technicians from more than 185 countries, ManageEngine ServiceDesk Plus is an online IT systems platform focused on various IT management processes. The helpdesk management functionality ensures your technicians are able to resolve relevant end-user issues as efficiently as possible and keep your daily operations functioning as they should.

The IT asset management feature provides system administrators with the requisite tools to monitor and control the performance of their IT infrastructure, so they can minimize the possibly debilitating business effects of changes, problems, and incidents, get down to their root causes, and prevent them from happening again.

Main Features

Helpdesk Management

ManageEngine ServiceDesk Plus is, at the core, a helpdesk solution. The Requests tab in your ServiceDesk Plus portal aggregates all requests forwarded to the support team. Requests can be auto-assigned according to predefined business rules to the most qualified technician or support group, unassigned from a previous technician, picked up by an available technician, and edited to include a description of the resolution. A start/stop timer is also available to help technicians comply with SLAs.

Helpdesk requests come in two forms: incident requests, such as a printer not printing, and service requests, such as software installation in workstations. In the request list view, filters can be used to easily locate the requests matching certain criteria such as open, unassigned, overdue, due today, pending approval, and so on. Individual requesters can log in to their ServiceDesk Plus self-service portal where they can track the status of their helpdesk requests, as well as search the knowledge base for solutions to their queries. In case they forget their password, a self-reset password tool is available.

IT teams can showcase IT offerings to end users by building a service catalog. Each IT service offered can have approval workflows, SLAs, and tasks associated to it.

Asset Management

The ManageEngine ServiceDesk Plus asset management module monitors and controls an organization’s IT and non-IT assets. These include workstations, routers, switches, printers, access points, hardware components such as mouse, keyboard, and printer inks, and even office fixtures and equipment such as tables, chairs, furniture, phones, and projectors.

Software asset management, on the other hand, helps you keep track of installed software licenses, how frequently the software is being used or if it is being used at all. Scheduled scans ensure continued software compliance by auto-detecting unauthorized software installations. There are also integrated modules to cover the entire life cycle of the purchase order and contracts management process.

IT Project Management

The ManageEngine ServiceDesk Plus project management feature allows you to manage IT projects, such as the upgrade of datacenter servers or replacement of phone devices. It contains features like a project workflow engine that moves tasks through to completion, project roles that determine a user’s access permissions, milestones so teams know how their efforts stack against the project’s objectives, tasks that make up the work breakdown structure and their dependencies.

A Gantt chart view for a quick snapshot into the progress of the project is available, so are timesheets, a project overview map, comments for discussions, and the History tab that lists every project event. Requests and changes can be associated with projects.

Change Management

When changes to your infrastructure occur, the ManageEngine ServiceDesk Plus change management module is in place to minimize their adverse effects and maximize the service quality improvement IT changes can bring to your operations. This feature follows a six-stage workflow process: submission, planning, approval, implementation, review, and closing.

Reminders regarding changes can be set up. Aside from them showing up in the Quick Actions dropdown in your ServiceDesk Plus screen, you can opt to send yourself an email hours or days before the changes are rolled out. Change-related notifications can also be sent out, even broadcast to involved users and technicians on their announcement boards.

Predefined and Custom Reports

ServiceDesk Plus comes with out-of-the-box reports, such as reports on incident and service requests, completed requests regardless of type, requests that violate SLAs, pending requests, time spent by technicians on requests, surveys, workstations and servers, purchase versus installed software, and many more.

Custom reports tailored to your unique requirements can be created straight from the ServiceDesk Plus user interface, as well as query reports, flash reports, and new scheduled reports. Report settings can be customized, such as the size of each column, the format of your reports’ date and time, if links should be disabled, and so on.

Integrations

ManageEngine ServiceDesk Plus carries ready-made integrations with apps such as ManageEngine OpManager for network and incident management, ManageEngine Desktop Central for the management of Windows desktops, Zoho Reports for helpdesk analytics, and ManageEngine ADSelfService Plus for self-service password resets.

It has a REST API that allows IT teams to integrate existing applications with ServiceDesk Plus, so you can seamlessly share information between apps. The API also automatically turns monitoring alarms or triggers into helpdesk tickets.

Pricing

ManageEngine ServiceDesk Plus offers three pricing editions: Standard, Professional, and Enterprise. Standard, which is forever free, covers helpdesk management and can accommodate an unlimited number of users, tickets, and technicians. Professional, which starts at $395 per month, includes helpdesk and asset management features.

The Enterprise edition, starting at $995 per month, comes with helpdesk, asset management, and IT project management functions.

Bottom Line

  • IT service management software that can be deployed on premise or as a cloud-based platform
  • Covers helpdesk, asset management, problem and change, SLA and CMDB, and project management functions
  • Comprehensive knowledge base and self-service portals to empower end users
  • Integrated with network monitoring, desktop management, and active directory management platforms for end-to-end IT management
  • Has native apps for Android, iPhone, and iPad devices
  • Besides English, available in 18 other languages

Videos

ManageEngine ServiceDesk Plus Reviews & Ratings

User ratings

(3)
(1)
(0)
(0)
(0)

Rating summary

Overall rating
Value for money
Ease of use
Features
Customer support

Exactly as they advertise. Big 4's are a pain.

Verified Reviewer  3rd of December, 2015

Basil Musa, Founder at LessonsLearnedServer.com
We used ServiceDesk in the ISP (Internet Service Provider) that I worked for. We nearly lost hope in finding good helpdesk software with ITIL compliance. We even considered building a home-made application. For two years, BMC Remedy gave us a hard time from a usability and performance perspective, in addition to their highly priced customization bills. Until, one day, a decent consultant forwarded a link to ServiceDesk Plus. ServiceDesk Plus breaks the myth that 'java server applications are slow' and really shows that a high quality product with good efficiency and performance can be built using Java. It's all up to the engineers (and when it's slow, its all their fault). One thing I learned from ServiceDesk; don't blindly trust Gartner reports when searching for good software. At the time of searching, Gartner Quarterly reports listed BMC at the top with no mention whatsoever of ServiceDesk Plus. I'm not blaming Gartner for corrupt information, I'm sure they have their criteria in place, but at the end, they're humans, they have their mistakes, biases, misinformation, etc.

Pros: 1. Light-weight and highly responsive. Intuitive interface. 2. Wonderful 'Solutions Knowledge Base' side feature based on articles and with an excellent search functionality. (We no longer use Media Wiki, however I'm doubtful about dropping MediaWiki). 3. The ServiceDesk API gives you unlimited abilities to automate and integrate with other applications. For example, we were able to integrate Nagios Network Monitoring tool so that a high priority alarm could automatically open a ticket on ServiceDesk Plus. 4. I admire the effort they placed on their online documention with their and searchable online you'll hardly need to contact support.

Cons: Nothing major, but would like to see improvements in the following areas: 1. Provide a visual view of all entities in the system. Virtual Machines, Routers, Physical Servers, etc. using graphing tools. 2. Provide a searchable menu. For example, if I type "LDAP Authentication" this would show me the "Domain Controllers" in the setup menu (Similar to CPanel's menu search feature). 3. More help notes & tips on 'what to do next' and on 'keyboard shortcuts'.

Rating breakdown
Value for money
Ease of use
Customer support

Time used

6-12 months

Smart and easy solution

17th of November, 2011

Robert Worthen
This is a web based IT management software which helps you to manage your IT effectively. I use it to track different software licenses, the software shows you as well the number of times that one software has been installed. The tool gives you enough flexibility to choose the deployment model that fits to your business needs. Very positive is that ManageEngine is completely customizable and easy to implement, no add-ons are needed.

Pros: Very flexible and easy to implement

Cons: The standard version is good enough for SMBs, for larger enterprises you need the professional or enterprise edition

Verified Reviewer  8th of March

Vladimir Radulovic, ITIL Specialist and M-Files (document mmanagement)solution provider

Rating breakdown
Value for money
Ease of use

Time used

1-2 years

Verified Reviewer  28th of January

siddik shaik, Senior Product Developer

Rating breakdown
Value for money
Ease of use
Customer support

Time used

1-2 years

Articles

06 Mar 2014
Zoho has made a bold move by offering the Standard edition of ServiceDesk Plus for free. ServiceDesk Plus is a popular IT help desk solution and is developed by ManageEngine, a Zoho division. ServiceDesk Plus was previously free only for a maximum of fi
31 Jul 2012
Take a look at our Little Customer Service Encyclopedia! It’s important for business owners to be aware of the terms used in their trade, so we thought we would create a handy and fun way to learn definitions of common customer service terms, as well as
29 Mar 2012
Review Methodology This review constitutes an analysis based on a product demonstration and software review by qualified system software experts at Eval-Source. The demonstration Eval-Source received from the vendor was based on its own custom vendor sc

Frequently used together

FAQs for ManageEngine ServiceDesk Plus

Below are some frequently asked questions for ManageEngine ServiceDesk Plus.

Q. What are the main features of ManageEngine ServiceDesk Plus?

ManageEngine ServiceDesk Plus offers the following features:

  • Flexible ticket management with multi channel support
  • Self Service Portal with automated password reset tool
  • Service Level Agreements
  • Mobile support with native iPhone, iPad, and Android apps
  • Flexible out-of-the-box integrations with 3rd party apps
  • Easy & effective asset management
  • Incident management, problem management, change magmt & CMDB
  • Customized help desk reports

Q. What type of pricing plans does ManageEngine ServiceDesk Plus offer?

ManageEngine ServiceDesk Plus has the following pricing plans:

Starting from: $495.00/year
Pricing model: Freemium, One-time License, Subscription
Free Trial: Available (No Credit Card required)

Q. Who are the typical users of ManageEngine ServiceDesk Plus?

ManageEngine ServiceDesk Plus has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Small Business

Q. What languages does ManageEngine ServiceDesk Plus support?

ManageEngine ServiceDesk Plus supports the following languages:

Arabic, Chinese (Simplified), Chinese (Traditional), Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish

Q. What type of pricing plans does ManageEngine ServiceDesk Plus offer?

ManageEngine ServiceDesk Plus has the following pricing plans:

Free Trial, Freemium, One-time License, Subscription

Q. Does ManageEngine ServiceDesk Plus support mobile devices?

ManageEngine ServiceDesk Plus supports the following devices:

Linux, Windows, Web-based

Q. Does ManageEngine ServiceDesk Plus offer an API?

Yes, ManageEngine ServiceDesk Plus has an API available for use.

Q. What other apps does ManageEngine ServiceDesk Plus integrate with?

ManageEngine ServiceDesk Plus integrates with the following applications:

Applications Manager, OpManager

Q. What level of support does ManageEngine ServiceDesk Plus offer?

ManageEngine ServiceDesk Plus offers the following support options:

FAQs, Forum, Online Support, Phone Support


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